Plea for a simpler way to purchase train tickets

AN OVERHAUL of Britain’s railways must make it simpler to buy tickets, according to a passenger watchdog.

Transport Focus chief executive Anthony Smith said it is “vital” that passengers’ views on ticketing “are heard” by new body Great British Railways.

Its report found that the complexity of ticket buying prevents some passengers from booking online.

Using apps for rail travel “can be an intimidating step”, with concerns such as there being too many fare options, the potential for fraud, and booking fees, the research discovered.

One passenger said: “It’s just all so confusing. There’s hundreds of different options and it doesn’t make sense.”

Another passenger commented: “My issue is that I never know if it’s peak, off-peak, super off-peak – it drives me mad. Too many options and I don’t know what I’m doing so I’d rather talk to someone.”

The watchdog also found some travellers are reluctant to use ticket vending machines at stations out of fear they will select the wrong option or be overcharged.

The study noted that passengers “value staff at stations highly” and there was often a negative reaction when considering ticket offices being closed or having their opening hours reduced.

Elderly and disabled people were the most concerned about the impact of ticket office closures, feeling they may struggle to buy tickets. The concept of staff being moved elsewhere within stations was received more positively, although there was “scepticism that redeployment would actually happen”.

Mr Smith said: “The railway is on the brink of change. The Williams-Shapps Plan for Rail and Great British Railways is set to deliver a retail revolution.”